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Global Tools and Processes business unit develop and operate a number of shared service tool platforms on behalf of Capgemini Outsourcing. These include BMC’s ITSM Platform, DigitalFuel ServiceFlow, ATG Primus and a number of bespoke solutions.

It is also responsible for defining the strategy and standards for service management, and to identify, develop business cases and implement new tools and processes. Finally it manages the service management tools solutioning and implementation for new deals, and the migration of existing deals to ITSM.

Capgemini is currently focusing on GTP component in a strategic manner. We are looking for ITSM / Remedy leadership level profiles to drive the fast paced growth in India for GTP practice. Following are our few senior level requirements. Ideally we are looking for 10+ years experienced leaders.

Data Architect

Main Purpose of the Role:

Develops and maintains the high level design plan for the overall logical and technical data architecture, including the design of data for use in defining the target state to support the GTP applications architecture and the subsequent planning needed to achieve the target state

Ensures the completeness and fitness-for-purpose of the data architecture of the GTP applications and tools architecture and the integrity of the architecture

Manages an integrated portfolio of capability building projects to deliver the GTP applications roadmap through planned releases and a rigorous change process while managing associated risks to ensure no operational disruption

Provides assurance over ITSM applications and interface projects being delivered and direct oversight for applications projects delivered by other Service Lines as agreed

Essential Skills:

Strong proven technical background in the BMC Remedy suite of tools

Prince 2 or PMI Practitioner qualified

Proven record of managing a portfolio of development projects

Excellent project and programme management skills with proven track record of delivering Service Management applications projects and programmes to time, cost and quality

Change & Release Manager

Main purpose of the role:

Manages the integration testing for all releases (functional/operational/integration), and performs integration testing to deliver our tools roadmap through planned releases and a rigorous change process with no operational disruption

Develops and agrees a release plan, managing it through a standard change process

Extensive experience of change and release management in a service delivery environment, including dealing with conflicting changes and events

Service Design & Transition Lead

Main Purpose of the Role:

Provides direction to GTP Service Design and ensures early and effective GTP involvement in the sales process to be able to shape the GTP service solution

Manages the successful delivery of the GTP components of a portfolio of transition projects, including service take-on, upgrade and migration, ensuring service levels are maintained throughout

Essential Skills:

ITIL qualified

Prince 2 or PMI Practitioner qualified

Proven track record of managing multiple service transitions (including service take-on, upgrade and migration) running concurrently

In-depth knowledge and experience of the BMC Remedy suite of ITSM tools

GTP Delivery Lead

Main Purpose of the Role:

Deliver agreed levels of ITSM Applications Service and manage the applications, infrastructure, network & security that support the delivery of Applications Services for a given portfolio of clients, including continuous improvement

Continuous service improvement relating to production support

Essential Skills:

ITIL qualified

In-depth experience of IT Service Management delivery

Knowledge and experience of ITSM applications, in particular the BMC Remedy Suite

Extensive experience of service delivery in an outsourcing environment

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Reporting to the ITSM Applications Support Lead, the Problem Manager within the ITSM Applications Delivery Support function of the GTP is responsible for:

Providing support to the ITSM Applications Delivery Support Lead on matters relating to problem management for GTP Applications and Tools Services, including BMC Remedy, EARS, Eracent, Primus, SLIM and Service Reporting

This will require developing close working relationships with a cross section of business leads to ensure single point and enhance the customer experience across the various technology/applications touch points.

The role will involve active engagement with global teams and embedding of the best practices, standards and GDSS processes.

The role will involve managing a team of individuals and hence an allied job responsibility will be to hire and develop team members to be able to build a sustainable process/support.

This level of assignment demands a comprehensive understanding of ITIL practices & key Service delivery process frameworks along the lines of ITSM

The role requires the incumbent to understand, manage and improve Service Management Score Card.

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What is IMOC?
Infrastructure Management Operations Center (IMOC) is created to fill in a central “command and control” function within the operation. The IMOC will operate as a 24*365 delivery unit, within which the incident handling and the management will take place. Monitoring and planned activities for platform, network and security related services and the not-complex changes and patches will be provided as well. Furthermore, the IMOC will take care of planned activities such as batch processing and planning, as well as backup and recovery. The less complex systems and user management will be handled by the IMOC
IMOC is a new of Functional Model that will provide a robust ‘command and control facility (L1/L2 support ) backed by a fully integrated L3 support and Service Management capability.
IMOC build will enable Consolidation of common India resources thereby realizing productivity and efficiency improvements. By standardization on monitoring tools, implementation of robust alert and incident reduction processes and integration with common ticketing tools, IMOC will provide improved level of back office efficiency
While IMOC will provide support in Mutualised model, backed L3 support will ensure ensure higher levels of client intimacy and ‘end to end’ transparency through the development of multi client support teams
Roles and responsibilities
• End to end accountable for delivery within IMOC
• Responsible for supporting shift left to deliver 80% of incident resolution
• Responsible for delivering improving trend in utilization, quality, etc
• Responsible for delivering Standard changes implementation within SLA
• Responsible for driving team to deliver increasing trend in number of Standard changes by IMOC team.
• Accountable for Incident Management function in IMOC
• Responsible for making resources available to work in IMOC with the help of Tower Leads
• Develop and manage OLA with service management for IMOC
• Responsible for participating Major Incident Response Management
• Monitors performance against SLA’s on a daily basis and takes evasive action to avoid potential breaches.
• Acts as an initial escalation point and “owns” all issues once escalated in the India IM area and works with the L3 team
• Ensures all Capgemini management and staff involved in the delivery of the service understand it’s scope and requirements from an India IM perspective

Knowledge and Skills
• Has wide and detailed infrastructure operations knowledge.
• Has worked on handling remote infrastructure management services
• Displays good inter-personal skills at all levels of contact and in a wide variety of situations.
• Demonstrates the ability to take responsibility for major technical and service delivery issues.
• Is familiar with all aspects of service delivery processes.
• Displays above average communication and negotiation skills and a good understanding of the commercial and other needs and objectives of the users of the services provided.

Qualification
• Management / Computer science / Engineering graduate
• 15+ years IT industry experience and worked on various technologies (windows, unix, network, security etc)
• 8 -10 years in service delivery of Infrastructure Management related activities
• 3-4 years as a lead role managing more than 75+ man team
• Knowledge on ITIL processes, ISO 27001 etc will be of added advantage

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Global Tools and Processes business unit develop and operate a number of shared service tool platforms on behalf of Capgemini Outsourcing. These include BMC’s ITSM Platform, DigitalFuel ServiceFlow, ATG Primus and a number of bespoke solutions.

It is also responsible for defining the strategy and standards for service management, and to identify, develop business cases and implement new tools and processes.

Finally it manages the service management tools solutioning and implementation for new deals, and the migration of existing deals to ITSM.

The business unit operates globally with a core production and product development capability based in Mumbai, India, but with specialist resources globally. Implementation teams are based in North America and Europe.

The Senior Service Delivery Manager reports directly to the Head of Production and is responsible within this organization for:

Managing the overall relationship with all the internal and external customers of the global tools.